Does Net Promoter Score need a rethink?

Telecoms.com periodically invites expert third parties to share their views on the industry’s most pressing issues. In this Janne Ohtonen, Director of CEM at Openet takes a look at the use of Net Promoter score in telecoms industry decision making.
Telecoms service providers have long struggled to deliver customer experience (CEX) at levels as high as or higher than other industries. While most operators understand the importance of measuring customer satisfaction, few successfully do it.